Head of Service Delivery (Field Operations) in Lancing

As the UK's leading parking and technology-enabled management group, we support more than 9,000 locations across housing, healthcare, education and commercial estates. We're proud to be Carbon Neutral Britain certified and committed to creating positive outcomes for our clients, communities and colleagues alike. We're growing quickly, investing heavily in technology and expanding into new sectors, creating exciting opportunities for people who want to make an impact and be part of something ambitious.

The role of Head of Service Delivery is a senior departmental leader position responsible for the performance, development and continuous improvement of the Service Delivery and Technical Operations functions in a high-growth organisation. You will be reporting into the Chief Operating Officer, ensuring operational excellence across all activities, consistently delivering outcomes that exceed client expectations and industry standards. The postholder will drive productivity, quality, financial performance and colleague engagement through strong leadership, robust KPIs, clear policies and effective supplier management.

A key focus of the role is improving operational resilience by reducing response and resolution times for offline sites, minimising business and client impact, and leading complex multi-site technical installation projects from planning through to delivery. Working closely with clients, suppliers and internal stakeholders, the role plays a critical part in resolving escalated issues, supporting tender activity, and leading operational projects. The Head of Service Delivery will also support the COO in integrating future acquisitions, ensuring operational consistency, scalability and long-term success, while fostering an inclusive, high-performance culture where teams can thrive.

• Provide leadership and full accountability across all Service Delivery functions, ensuring consistently high performance and outcomes that exceed client and industry standards.
• Lead the reduction of response and resolution times for offline sites, minimising operational, financial and reputational impact.
• Drive operational resilience, scalability and consistency across all services in a high growth organisation.
• Identify, prioritise and deliver continuous improvement initiatives that enhance productivity, quality, cost control, client satisfaction and colleague engagement.
• Lead data driven performance optimisation across Service Delivery functions.
• Embed a culture of operational excellence and accountability.

• Partner with the COO to design, implement and embed management KPIs aligned to group strategy and long-term objectives.
• Develop and maintain departmental policies, procedures and governance frameworks that support strategic goals and regulatory compliance.
• Ensure clear ownership, controls and reporting across all operational activity.

• Build, lead and develop high performing leadership teams through coaching, mentoring and succession planning.
• Ensure organisational capability, capacity and talent pipelines support current operations and future growth.
• Promote a highly inclusive, values led culture where colleagues can perform at their best.

• Act as a senior escalation point for key client issues, ensuring timely resolution and relationship protection.
• Represent the business in client meetings and tender presentations where required.
• Support commercial growth through operational credibility, delivery assurance and client confidence.
• Provide sponsorship and leadership for major operational programmes and projects.
• Lead complex, multi-site technical installation projects, ensuring delivery to agreed scope, timelines and budgets.
• Ensure robust project governance, milestone tracking and senior stakeholder communication.
• Hold overall accountability for supplier performance across Service Delivery.
• Build and maintain strong strategic supplier relationships while ensuring a competitive, value driven procurement approach.
• Ensure supplier performance, cost and risk are actively managed and aligned to business objectives.

• Deliver clear, accurate and timely operational reporting to demonstrate performance, productivity and risks.
• Provide insight and recommendations to support executive decision making and continuous improvement.

Who you are

• You’ve got solid experience leading operations and service delivery at a senior level, ideally across multiple sites or regions.
• You’re comfortable managing large teams (100+ people), with senior leaders reporting into you.
• You know how to bring together office based technical teams and field based engineers/surveyors to deliver great results.
• You’ve led complex technical projects, large-scale installs, and major change programmes.
• You are data led with the skills to interpret patterns and create the strategic vision.
• You’ve helped build and improve technical or delivery capabilities within field operations.
• You enjoy developing people, supporting leaders to grow, and building strong succession plans for the future.
• You bring experience from the parking industry to better our service offering.

• Ambitious: we aim for world class service.
• Disruptive: we're here to change the industry.
• Ethical: we do things for the right reasons.
• Insightful: we use research to guide our decisions.
• Collaborative: We're better when we work together.
• Innovative: we help people see things differently.

Other information about the role

• Salary: To be discussed at interview.
• Location: Remote from a location in the UK or as hybrid from one of our offices in Lancing, Newton Abbot, Slough or Stafford.
• Reports to: Chief Operating Officer.

Our selection process is as follows: Application – Screening - Competency Based Interview - Task with 2nd Interview - conversation with CEO. You must be able to legally live and work in the UK without sponsorship. This role is based in the UK. This role is available as part of a hybrid working environment. The postholder will be required to travel to external meetings on occasion and to other office locations by the most effective means available.

• Incremental holiday increases to recognise long service.
• 2 volunteering days a year.
• Unlock your potential with our training, learning & development, and apprenticeship options throughout your career.
• Employee Assistance Programme - 24/7 confidential, independent and professional counselling.
• EV Charging points at office locations.
• Regular team/company socials.
• Team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.

We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management. We are a Mindful Employer and are committed to supporting your mental health at work. The Agena Group are proud to be part of the Disability Confident scheme. We are committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process.